The Secrets of Gamestop

Total Sham?

Now as many people here, I enjoy getting the best deal out there and don't like being short changed when it comes to preorder incentives or getting the product at the best price possible. Gamestop may be known as an Eden to several gamers, but there's still some things you have to be weary of, especially when it comes to this company (and several other video game retailers).

1. Preorders/Reservations

Usually when you're excited for that new AAA title to come out and you want to pick it up right away, you usually put a preorder/reservation on that specific game(s). Sometimes there's even the great deal of getting extra content to be released with the game, and it can usually help you out as you can pay it off slowly until you're able to finally pick up that game. Heck, they even put the game on the side for you, for a certain amount of time. Now I wouldn't normally have a problem with this, but a recent visit to this big chain store had definitely changed my outlook and opinion on this. The workers are said to even sell Preordered/Reserved product to customers who hadn't reserved the game. Let alone if it's a big title (i.e. Madden and Call of Duty) they'll probably get an abundance amount, and your reservation won't even be put aside, simply because "they'll have enough". When I had preordered a game from this store (an Atlus game, mind you), I had expected them to put it aside for me and when it had launched I would have been able to pick that game up. Not only did an employee lie to me (let alone it being a store manager upon a "shipment error".), but as I overheard them speaking, the employee (manager) was holding that specific game for himself. So what I had done was cancelled my reservation, despite their apologies and even trying to get me to purchase the product as the employee was going to "give it up", I just walked out and went to a Ma and Pa video game shack and found the game there.

2. Newly Opened Product

When I purchase a product (specifically new), I expect it to be wrapped up the way it should be along with being with smudges and finger prints in mint condition. Their policy revolves around opening one of each brand new game and displaying them on the wall, but the game has never been played. Seems like a decent policy, right? Well, these games that are opened, from all the Gamestop locations I've visited, they actually have (some sort) of authority to rent these games from the store and play them, as they then sell it to the consumer as a gently used brand new game that was never played and never removed from the store. Let alone, most of these games (specifically an open copy of Mass Effect 3) was missing the DLC that should be with the game. Ironically the DLC had been missing....the mysteries are truly nail biting.

3. Gift Cards

During the holiday season and birthdays, some of my family members consider me "difficult" to shop for. So what they usually resort to is either a bottle of liquor or gift cards. Personally, I despise gift cards, as I feel they don't have any thought nor consideration put into them (unless it's a gift card with a vast amount on, meant for a shopping spree/home improvement.). One of my family members had indeed got me a Gamestop gift card, jumping with glee and excitement (sarcasm) I had put it away within my wallet, for "emergency" usage only. A couple weeks had passed by, and I had yet to use my gift card. I decide to inquire the balance on the card, and I find out that half of the balance had been removed from the card. I call customer service to get more information on this, and I find out that after a day it had been activated, the card was manually entered for purchase of several games and accessories. Customer service said that nothing could be done about this and the funds cannot be refunded onto the card.

So what I had done, was I called the corporate hotline and let them know about this issue, as well as sending out an e-mail to the company (to only get a generic block letter apoligizing/thanking for my concern). The individual on whom I dealt with at first did not seem helpful, but finally apologized and gave me another gift card, and let me keep the one I have now. He had said that this seems to be a very common issue (possibly with employees tracking down gift card numbers?) and that they are "investigating" this issue.

4. Misleading Consumers

This happens more often than you can possibly think of. There are times where if you don't have much information on something, whether it's regarding a game, system or accessory. It's alright if you aren't a guru that consumers assume you are. Just be honest and read the instruction booklet (if there is one, and if so try and interperet it with the customer), if not, have your co-worker assit you. I was at a Gamestop location, and had heard an employee speaking to an elderly woman looking for a game for her grandson. The employee in fact, had her purchase a specific game (can't recall as to what game for the Ps2) but had insisted that she needed a wireless controller and 2 memory cards or he'll be "unable to play the game". The elderly woman didn't have that kind of money, as she then walked out disappointed with a crying grandson walking out as well. I understand that you're a salesman, but to say that something is required when it's clearly optional is just ignorant beyond all means. This also has happened with their discount card promotion (some employees had claimed you also get a certain percentage off new games and systems, when it's only good for used games and accessories, as well as trades.).

5. Trades

Personally, I'm not too fond on trading my games in. I like to have my own library of games, no matter how old or horrible they may be. Some employees (whether it being an error or just doing it purposely) "forget" to put certain games within the list of traded in games. My room mate had been trading in a couple games for the current Madden (I have to say around 7-8 games he had brought in), and when we both checked the receipt, there was a game that he had brought in that wasn't on the receipt. We checked before we had left the store, so we confronted the employee, in which they scanned the receipt then checked the games he traded in. He claimed for all of them to be there, when in fact he had put one of his games on the side, as we had saw from the back counter. He claimed that it was someone else trading in the game, when in fact it was my room mate, as he keeps property labels on the back of his games, and it was indeed on there. My room mate then returned the Madden and got his games back, as he says he'll never trade in his games, especially to that company that tried to practically take his game.

6. Everything Is Based off Percentage

If you feel they are being pushy with reservations, Game Informer Subscriptions, etc. It's because their very well job is on the line if they don't hit a certain quota with percentage. It's not commission based, as far as I'm concerned, but they hire employees to trick customers into reservations (when they don't really hold your product), rather than have outstanding customer service. Which brings me to...

7. Receipt Survey

Whenever you purchase product at this store, you're obviously handed a receipt. Sometimes the cashier will remind you of the web survey they have. This is definitely futile, as if you have mediocre to horrible service I would recommend taking the survey as it does get them in boiling water and likewise, if you receive outstanding service accomdate them with compliments. I typically do this with every receipt I get (if I don't forget), as sometimes other stores have some cool offers such as gift cards and shopping sprees. In which I have won a 500 dollar Home Depot card, which is pretty nifty, if I don't say so myself.

I hope with some of the insight I have provided, it does make you more aware of decisions to make before shopping there. Sometimes you can get outstanding service, while several times it'll just be awful. When you're shopping, always make sure to remember the employee(s) name and face as to know whether to shop at location or stay away from that location at all times. Have you had some great experiences or some horrifying ones? Do you have more tidbits and information regarding this post? Feel free to share below and let everyone know!

Comments (4)

bonus, or lack of.

I reserved'Silent Hill:Shattered Memories' for the ps2, and one of the bonus gifts was a soundtrack cd of the game. Well, when I went to the store to pick it up, they said there were no soundtracks left, they had 'run out'. I thought that it was garaunteed with the game as a preorder bonus? Guess not.

In response

Most, if not all, of your concerns stem from crappy customer service from bad employees. If you're going to go to any store that hires high school and college students at minimum wage you're going to run into a handful of crappy employees.

In fact, in each one of those sections, you specifically mention employees that are blatently braking the rules. People get written up and fired for that kind of stuff -- I've seen it happen.

@zombie hater: Did you go to the same store you pre-ordered it at? The reservation is only at the store you pre-ordered at. If it is, you can call the customer service line and they can set things straight for you.

@gandalf0987: To be fair, pre-order bonuses are generally first come, first served. Developers are the ones who determine if they give Gamestop a pre-order bonus, if any, and how many the company gets.

In response to CA_Ingaham

I've been going to several Gamestops over the past couple years. Whether I was in another state or not, this has happened quite frequently and feels like as if it's actual procedure for them to do so. (in which I know it's not, obviously). Employees don't start off horrible, in fact they become that way due to the work environment they're in. If their district manager (or corporate) were chewing down their throats (and in most cases they are), you'll receive the treatment I have. 9/10 times I normally do not feel welcome coming into a Gamestop, they're either "too busy" leaning on the counter or texting someone, or even eating their lunch on the sales floor. I find it unprofessional and disrespectful for any customer having to go through that. I've been doing my research on a couple companies that have horrid customer service etiquette and I usually advise people not to go to certain locations because of experiences I've seen and dealt with.

I know of several

Gamestop locations that I'd stopped frequenting due to a sour puss or 2. Only to find that, later as I visited again, a different shift was on and my experience was much-improved. It is the same as every other place of buisness or elsewhere that, some people are total jerkwads, and others are decent individuals compotent enough to lend a hand in whatever reason you may have. Now the used game sold as new I had an experience with myself at the Gamestop in Ellijay, GA. It was Mercenaries:PoD and the employee asked if I wanted the game new or used, I said new and it was a previously-opened copy that I recieved. The Canton location is great-Each person I've encountered there has been knowledgeable, friendly, and made a few personal suggestions about what games to trybased on what I've bought. I've gone there several times and will again. As for Ellijay-fuck 'em(sorry for the language but they're just that sorry), and not Gamestop itself b/c the individuals at that particular location are real pieces of work(only one exception but I can't think of her name). Pre-ordering I like b/c, as you've mentioned, I can pay it off like lay-a-way 'til it's release(I got Fable that way) but what I don't do is wait and wait to get it. Not that you do, but you are dealing with some real donkeys. If all the locations are this way wherever you live, then go online and you won't have to deal with anyone except the UPS dude.